Ombudsman takes service closer to the people in push for transparency

In a move to decentralise oversight and promote transparent public service across the country, the Commission on Administrative Justice (CAJ) has intensified its grassroots outreach efforts—starting in Nyeri County.

CAJ Chairperson Charles Dulo said the commission is keen on ensuring that Kenyans, regardless of their location, can access justice, raise complaints, and seek redress from national and county government institutions without barriers.

“We are bringing the Commission closer to the people. For too long, many Kenyans have associated the Ombudsman with offices in Nairobi. But this institution belongs to the people of Kenya—not to a building in the capital," he said.

Speaking in Nyeri after paying a courtesy call on Governor Mutahi Kahiga, where they held what he described as a "fruitful discussion" on strengthening grievance redress mechanisms and access to information within county government structures.

“We discussed a number of issues with the Governor. Among them were how grievances from the public are handled and the importance of timely and transparent access to information,” Dulo said.

He noted that access to public information is a constitutional right under Article 35, and emphasised that both national and county governments have a duty to proactively provide citizens with timely, accurate, and relevant information.

“The right to information is not optional. It is fundamental to good governance and accountability. Citizens can only hold leaders accountable when they are empowered with information,” he said.

Dulo revealed that the commission had reviewed complaints submitted from Nyeri County and was satisfied with the current state of affairs, although he insisted on the need for ongoing monitoring and citizen engagement.

“We are happy to report that at the time of our visit, we had no outstanding complaints in Nyeri that warranted immediate escalation. However, this does not mean the work stops. Our visit is meant to sustain momentum and ensure continuous improvement,” he said.

Following the closed-door meeting, the commission proceeded to Whispers Park in Nyeri Town, where it held a public engagement forum aimed at educating residents about the Ombudsman’s role and how they can lodge complaints or request information.

“We are holding this forum because we want ordinary citizens to understand who we are, what we do, and how we can help them. The Ombudsman is not a distant authority—it is your partner in demanding fair and efficient public service," he said.

Dulo said that many citizens are facing delays in accessing critical documents such as birth certificates and driving licences—delays largely attributed to system downtime and inefficiencies in inter-agency coordination.

“We noted that there are many driving licences lying uncollected. When we enquired, we were told the system is down and verification cannot be completed. This kind of delay denies citizens their right to timely service and must be urgently addressed,” he said.

He added that some government services were not adhering to their own timelines, as outlined in official service charters.

“The Huduma Centre’s charter promises a turnaround time of three weeks for some services, but we have seen delays, especially in the issuance of documents and processing of citizen ideas and feedback," he said.

Dulo said the Commission would engage directly with the Registrar of Births and the National Transport and Safety Authority (NTSA) to push for improved system functionality and timely document release.

“These problems may seem technical, but they have real human impact. Delays in documentation can affect school enrolment, job applications, travel, and access to government support,” Dulo said.

He emphasised that service delivery must work seamlessly across both national and county governments to reflect the spirit of devolution and good governance.

“Whether it’s a national agency or a county office, the citizen does not care who is responsible. They just want their issue resolved. We are here to ensure that the systems serve the people, not frustrate them,” he stated.

The Commission on Administrative Justice, also known as the Office of the Ombudsman, is a constitutional commission mandated to investigate complaints of maladministration, promote access to information, and ensure fairness, justice, and accountability in the public service.